Customer Success Manager - West

About the role

Aurelian builds AI tools that help 911 centers handle more with less, so telecommunicators can stay focused on what matters most and communities get the response they need. Our solutions, AVA and CORA, address staffing shortages and reduce unnecessary call volume.

Responsibilities

• Own renewals and customer growth
• Build the case for renewals long before contracts are up
• Spot opportunities to expand customer use of Aurelian
• Manage a portfolio of 20-30 accounts within a regional territory
• Establish a rhythm of meaningful, well-prepared meetings with each customer
• Visit customers on-site to deepen relationships and understand their operations and opportunities firsthand
• Be the product expert, knowing Aurelian deeply and helping customers continuously optimize its use
• Champion the customer and the company, advocating for them internally and turning quiet successes into visible ones
• Document what works, codify lessons learned, and shape the Customer Success playbook for yourself and your teammates

Requirements

• Experience in 9-1-1/public safety
• A builder’s mentality
• Exceptional communication skills
• An analytical instinct
• Savvy with AI tools and openness to using them in new ways
• Based in the Pacific time zone, less than one hour from a major airport, with a willingness to travel (~10%)

Qualifications

• Proactive disposition

Skills

• Customer Success Management
• Customer Relationship Management
• Product Expertise
• Strategic Planning
• Communication Skills
• Data Analysis
• AI Tools Familiarity

Benefits

• Comprehensive Medical, Dental, Vision & Life insurance
• 401(k)
• Unlimited PTO
• Company-wide offsites
• Equipment stipend
• Relocation assistance
• Daily delivered lunches (on us)
• Office in Seattle

Pay

• Start-up Equity Compensation Range: $115K - $140K

Schedule

• Remote, based in the Pacific time zone and within 1 hour of a major airport